The new challenge for Contact Centre Automation

The chatbot represents a new communication channel, addressing users’ need for reliable and immediate answers made available thanks to the use of artificial intelligence.

The Chatbot

A chatbot is a piece of software equipped with artificial intelligence capabilities that can converse with a human interlocutor, using a natural language. Through the semantic analysis of the user’s requirements, the chatbot provides a quick and personalised answer based on previous actions carried out.


Syskoplan Reply, the Reply Group company specialised in consulting services and the implementation of SAP technologies, has developed a new customer care service using the chatbot technologies for a leading multi-utility company.

The new service meets the firm’s requirement to allow its customers to interact with the customer care service in a fast and immediate manner. Syskoplan Reply is supporting the company in all phases of the project, from needs analysis to process management and solution development, identifying in chatbots the right answer to address the customer’s needs and challenges.

The chatbot designed by Syskoplan Reply represents a new communication channel for the multi-utility sector, addressing users’ need for reliable and immediate answers made available thanks to the use of artificial intelligence.

Artificial Intelligence

The artificial intelligence revolution has very deep roots. Since its inception back in 1950, when the famous Turing Test began to define its domain and scope, tremendous progress has been made. Today, a bot is an extremely sophisticated object which can interact with a user in a multi-channel environment, through text, voice or images, integrating additional features such as Georeferencing and connections with the IoT world.

The solution designed by Syskoplan Reply

The solution developed by Syskoplan Reply is a concrete example of Customer Care Automation applied to the utilities sector, which uses the chat channel as an alternative to the traditional telephone service offered through call centre operators.

In addition to its ability to interact with a human speaker, the chatbot implements an end-to-end process that identifies and extracts the information required by the user from back-end systems, supplying this information in real time within the context of a conversation carried out in natural language. The interaction between the user and the chatbot is immediate and does not require login procedures, resulting in a marked improvement of the service offered to the customer.

The bot can be accessed though a dedicated link or by scanning a QRcode, through which the user can automatically open the messaging application. The chatbot identifies the user and guides them towards the selection of a specific service through the use of an options menu.

This channel makes it possible to carry out different operations quickly and easily, such as allowing the user to consult their integrated utilities listing and spending, to request administrative and accounting information and to report issues and outages using geolocation tools, supported by images and descriptions of the specific problem.

Faced with such requests, the chatbot is able to locate and extract the necessary information from back-end systems, using a specific integration layer developed by Reply and incorporated within the bot. From an architectural point of view, the bot is designed on three different levels:

  • an Api Layer that handles the conversation between the bot and the user’s chat application;
  • a Core Layer that manages the access to machine learning algorithms;
  • an Integration Layer that interacts with back-end systems and the company's CRM software using the OData protocol.

The potential of the chatbot technology

The potential of the chatbot technology applied to a multi-utility company is significant: a user, identified through their mobile SIM card, can access their personal information in real time and without delay, report a problem with the utility georeferencing their position or open a support ticket by posting photos and descriptions.

This new customer experience model also allows users to request their last utility bill or check the operational status of all their utilities through the chat, receiving the required documents directly on their smartphone, based on a simple and immediate process.